Refund policy
We want your walls looking as good as you imagined them. Here's exactly where we've got you covered, and where the details are in your hands.
1. Order Changes & Cancellations
Every decal is crafted specifically for you: designed, printed, and cut only once you place your order, not pulled from a shelf of ready-made stock. That's why once production starts, we can't make changes or cancel.
You have 6 hours from the time your order is confirmed to request a change or cancellation, regardless of your timezone or location. After this window, your order has moved into production and we're unable to make changes to design, size, or colourway, or to cancel the order.
Address changes: We'll always try to update a shipping address if you contact us before dispatch. Once an order has been packed and labelled for shipping, we may no longer be able to redirect it, and any reshipping costs may be your responsibility.
2. Change of Mind
Every decal is crafted specifically for you, not mass-produced, so once it's made, it can't be unmade.
As all of our decals are made to order, we're unable to offer exchanges or refunds for a change of mind once production has begun. This applies across our range, including personalised name decals, colourway selections, and measured wall panel orders. Please make sure your selection is final before ordering.
3. Colour & Screen Display
Colour is a bit of a chameleon: what you see on screen, in your hand, and on the wall can all look slightly different from each other.
We work hard to keep the colours shown on our website as close as possible to the finished product. That said, screens vary, and colour can look different depending on your device, its calibration, and the lighting you're viewing it in. Once a decal is on your wall, lighting, angle, and even time of day can also change how a colour reads. Photos in particular, including your own once installed, tend to show colours darker and more saturated than they appear in person.
Product photos are shown to give a sense of a design's look and feel, not as an exact swatch for every colourway. Where a design is available in more than one shade of a similar colour, the specific tone shown in a photo may not be the same tone as the colourway you select at checkout. Please choose based on the colourway name, not the shade you see in a lifestyle photo.
If you'd like to check a colour before committing to a full order, we offer a colour sample sheet covering our full range, along with individual samples for our wall panel designs. We'd always recommend ordering a sample first if you're unsure.
We're unable to offer refunds or replacements for colour discrepancies caused by screen display, device calibration, photography, lighting conditions, or where the colourway received matches its name but differs from a shade shown in a lifestyle photo.
4. Damaged Goods: In Transit
We package every order with care, but sometimes a box has a rough trip.
If your items arrive damaged, contact us within 14 days of delivery with a photo of the damage and your order number. We'll arrange a replacement promptly. Claims made after 14 days, or without photo evidence, may not be eligible.
5. Inspect Before You Apply
Once a decal is on the wall, we can no longer tell what happened before it got there, so this step matters.
Before applying any decal or panel, check every piece for marks, scuffs, or defects. If you spot anything, contact us before installation with photos. We'll sort a replacement.
Once a decal has been applied to a wall, furniture, or any surface, we're unable to accept claims for scuffs, marks, or manufacturing defects on that piece, as we can no longer verify whether the issue existed beforehand or occurred during handling and application.
6. Installation Responsibility
Our decals and wall panels must be installed according to our provided installation guidelines, available on every product page and via the QR code included with your order.
We're not responsible for issues arising from incorrect installation methods, including but not limited to stretching the material, trapping air, over-handling, misalignment, uneven pressure, or not following the recommended technique.
Air bubbles, lifting, peeling, or sections falling away that result from installation method, handling, or wall preparation are not product faults and are not eligible for refunds or replacements. This applies even if the issue appears days after application.
7. Decals Falling Off: Conditions of Application
Our decals are designed for easy application and durability, but correct wall preparation is essential. We're not responsible for decals falling off due to:
- Recently painted walls: paint must fully cure for at least 45 days before application
- Wash & Wear or Low VOC paint: can interfere with adhesive performance
- Textured or uneven walls: decals are designed for smooth surfaces
- Improper wall preparation: dust, oil, or debris on the surface repelling the adhesive
- Unprimed or flaking walls: poor-quality paint jobs or unprimed surfaces may not hold decals well
8. Wall Surface Damage
Our decals are designed not to remove paint from a properly prepared, well-primed, fully cured wall. When paint damage happens, it's almost always the wall, not the decal.
Paint damage on removal is almost always caused by unsuitable wall conditions, including but not limited to:
- Unprimed paint
- Single coat applications
- Old, flaky, or peeling paint
- Low VOC or stain-resistant paint
- Walls that haven't fully cured after painting
- Textured or previously damaged surfaces
As wall condition and preparation are outside our control, Cool Kids Sticker Co. is not responsible for paint removal or surface damage occurring during application, styling, or removal where wall conditions are unsuitable or installation instructions haven't been followed.
Before applying a full panel, wrap, or any large-format order, test on a small offcut or inconspicuous area first. For orders covering significant wall area, we strongly recommend this test step is not skipped. The larger the coverage, the greater the risk if the wall surface isn't suited to it, and testing first is the only way to confirm compatibility before committing the full order to the wall.
We're unable to offer refunds or replacements where damage has occurred due to unsuitable wall conditions.
Decals can be moved and restuck during initial application and styling. Long-term repositioning or repeated removal may reduce adhesive performance, particularly on unsuitable surfaces or after extended storage before use.
We're unable to offer refunds or replacements for issues reported more than 60 days after purchase, where installation conditions can no longer be verified.
9. Exchanges
We only offer exchanges for defective or damaged items, replaced like for like with the same product. We don't offer exchanges for a different design, size, colourway, or product, and exchanges aren't a way to change your mind after purchase. In cases of a genuine defect, we'll replace the item in accordance with applicable consumer protection law.
We reserve the right to review any claim that appears inconsistent with normal shipping or handling damage.
10. How to Make a Claim
Email us at admin@coolkidstickerco.com with your order number, a description of the issue, and clear photos. Photos that are blurry, dark, or taken in poor lighting may delay assessment of your claim, so please make sure the issue is clearly visible before sending. We'll get back to you and let you know next steps.
If only one piece of a multi-piece order is affected, we'll replace that piece rather than the full order. You won't need to return the damaged item to us, clear photos are all we need. As every design is printed and made to order, replacements aren't limited by stock availability.
11. Refunds
Where a refund is approved, we'll process it promptly to your original payment method, including the cost of shipping. We're unable to issue refunds for the conditions outlined above or for change of mind, but we're always glad to talk through any issue.
Policy Updates
We may update this policy from time to time. The version current at the time you place your order is the one that applies to it.
Your Statutory Rights
Nothing in this policy limits or replaces your rights under the Australian Consumer Law, the UK Consumer Rights Act 2015, EU consumer protection law, or applicable US state consumer protection law. This policy sets out our standard process; where local law gives you a stronger right, that right still applies, wherever in the world you're ordering from.
This policy is governed by the laws of New South Wales, Australia, alongside the rights set out above.